Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Clay M. Voorhees, Paul W. Fombelle, Yany Gregoire, Sterling Bone, Anders Gustafsson, Rui Sousa, Travis Walkowiak
| Year of publication: |
October 2017
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|---|---|
| Authors: | Voorhees, Clay M. ; Fombelle, Paul W. ; Gregoire, Yany ; Bone, Sterling ; Gustafsson, Anders ; Sousa, Rui ; Walkowiak, Travis |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 79.2017, p. 269-280
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| Subject: | Service research | Service experience | Service encounters | Pre-core encounter | Core encounter | Post-core encounter | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungsmanagement | Service management | Dienstleistungsmarketing | Services marketing | Dienstleistung | Services | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2017.04.014 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011745316